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ForewordThe Mobie Awards is Enterprise Mobility Exchange’s recognition of the top technological achievements of enterprises and their recent successful initia-tives on their digital transformation journeys. In 2018, Enterprise Mobility Exchange solicited for entrees in three Mobie Awards categories:

• Best Use Of Innovative Mobile Technology• Largest Successful Cloud Integration• Most Effective App

Members of Enterprise Mobility Exchange’s editorial advisory board, which consisted of leading mobility and digital transformation experts in the indus-try, served as the judges for the Mobie Awards. The winners received their prestigious awards during a ceremony in the Enterprise Mobility Transforma-tion Exchange On November 7 and 8, 2018.

All of the winners of the 2018 Mobie Awards are fine examples of enter-prises that overcame challenges with innovative technology solutions and are reaping the benefits.

TOC3 Best Use Of Innovative Mobile Technology:

Phoenix Children’s Hospital

6 Largest Successful Cloud Integration: Kaiser Permanente Continuing Care Services

8 Q&A With ClickSoftware

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Most Effective App: DLL

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About Sponsor

12 About Enterprise Mobility Exchange

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BEST USE OF INNOVATIVE MOBILE TECHNOLOGY:

Phoenix Children’s HospitalTHE CHALLENGEHospitalized children require the utmost care and attention so that they feel comfortable. Gone are the days when hospital rooms had an old model televi-sion set and a top box for entertainment. Today’s youth crave a complete digital experience that is unique and personalized for their language, age, and other family preferences. After all, children today spend a lot of time connect-ing with friends and family on mobile devices, which are also used for enter-tainment and education.

Phoenix Children’s Hospital, one of the largest medical facilities for youth in the country, conducted a survey and found that 65% of its patients lacked access to a tablet during their time in the hospital.

“We do a great job with the medical care of the child and having the best doctors in the world,” said David Higginson, EVP/chief administrative officer/chief information officer for Phoenix Children’s Hospital. “But sometimes it’s easy to kind of ignore their social needs and the other things that make their stay more tolerable. As time went on, it was just heartbreaking to see a child who’s got nothing else to do all day than watch television, especially if the parents were not able to be there 24/7 when they’re in the hospital for months at a time.”

After reviewing the results of the survey, Phoenix Children’s Hospital de-cided to provide iOS devices for each patient. The goal of the devices would be to entertain the patients, provide access to medical records for families, and improve nurse mobility.

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However, there were a few initial challenges from getting this project off the ground. To save precious staff resources, Phoenix Children’s Hospital wanted to use unified endpoint management (UEM), automated provisioning, and a zero-touch solution due to the daily patient turnover rate of nearly 25%. Additionally, the hospital wanted to avoid a high-priced patient engagement solution.

THE SOLUTIONAfter examining numerous technology solutions, Phoenix Children’s Hospi-tal selected VMware AirWatch for mobile device management (MDM) and GroundControl (a VMware MDM partner) for iOS provisioning. This full inte-grated solution allowed Phoenix Children’s Hospital to automatically provi-sion, manage, and wipe iOS devices. All of the command, control, and coor-dination of the provisioning are managed by a central piece of software that was authored by Phoenix Children’s Hospital. Both AirWatch and Ground-Control have deep API links that are integrated with Allscripts, the hospital’s electronic medical record (EMR) system, which provides the information to automatically personalize an iPad for a patient.

This technology allows Phoenix Children’s Hospital to entertain and engage patients in an incredible way. Each patient receives an iPad with unique con-tent and apps that were specifically crafted for the child’s age, language, and family preferences. There are games, videos, and music on the devices that entertain and bring joy to the children. The iPad is secured by a cable, which also keeps them fully charged.

There is also a commercially available app on the iPad called FollowMy-Health that provides parents with securely access health records, educational videos about their child’s diagnosis, and information about treatment options. When the patient goes home, they can install the app on their personal de-vice and follow up with the health care that they received in the hospital.

Parents also have the option to not have their child use the iPad. With one request, a nurse can instantly turn the iPad into a clock, and the patient won’t be able to access it. In cases when a child is in intensive care and is unable to use the device, the parent could use the iPad to access email, post on social media to keep the family up to date, and check medical information.

When a patient is transferred or discharged from the hospital, their per-sonal information is automatically wiped from the device. By ensuring that their information wouldn’t be accessible to other users, this encouraged the patients to input their own social media accounts into the device.

I think so many times as IT people we’re kind of stuck in the basement and we’re three steps removed from the people

using the software,” said Higginson. “This ability to connect directly and make such an impact is very rewarding. It’s one of the definite reasons that I work at a children’s hospital.

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The ROIThis solution allowed Phoenix Children’s Hospital to revolutionize the patient experience without going over budget. It costs 90% less than various off-the-shelf patient engagement solutions at other hospitals.

Another benefit has been the increased productivity for the staff at the hospital. Nurses are able to easily and quickly access clinical information about the patient with the iPad. The staff is also equipped with iPhones that are used to scan armbands and medication. For the nurses, this process saved time and it is free from human errors.

More importantly, the real ROI from this solution can be found by looking at the smiling faces of the children.

“I think so many times as IT people we’re kind of stuck in the basement and we’re three steps removed from the people using the software,” said Higgin-son. “This ability to connect directly and make such an impact is very reward-ing. It’s one of the definite reasons that I work at a children’s hospital.”

Higginson recalled the story of a father who had been somewhat estranged from his child. One day, the father came into the hospital because the child was sick.

“Once they got there, it was a little awkward, but they bonded over play-ing Angry Birds on the iPad and spent the next two or three hours playing together,” Higginson said. “And the dad told me with tears in his eyes that having the iPad there helped them find some kind of common ground and they kind of reconnected.”

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LARGEST SUCCESSFUL CLOUD INTEGRATION:

Kaiser Permanente Continuing Care Services

THE CHALLENGEIt is important for most organizations to man-age staff performances, especially in health care. At Kaiser Permanente Continuing Care Services, one of America’s leading health care providers, managers could not readily deter-mine where their 300 home care professionals were at any point in time or how long appoint-ments were taking. This lack of visibility into the length of appointments made it a chal-lenge to monitor and schedule employees.

Another challenge was that Kaiser Perman-ente Continuing Care Services was still de-pendent on written paper reports. Home care workers had to manually fill out reimburse-ment forms for mileage expenses on their own personal vehicles, while administers attempted to validate the accuracy of the reported mileage. Kaiser Permanente Continuing Care Services also relied on home care professionals self-re-porting their time worked on written timesheets, which were sometimes not properly filled out and could not be verified.

Although Kaiser Permanente Continuing Care Services had Field Force Man-ager, a mobile app and cloud-based administrative software solution, it was originally not utilized to monitor locations and verify self-reported activities of home care workers. Additionally, the home care workers had varying degrees of technical challenges with mobile devices and applications. All of these ob-stacles added to the overall challenge that the organization faced.

THE SOLUTIONIn February 2016, Michelle Teeples began her role as administrator at Kaiser Permanente Continuing Care Services and immediately identified issues related to mileage reporting /submission, overtime, time keeping, reporting, account-ability, and safety. It was determined that a fresh look was needed to see how Field Force Manager could improve worker productivity, remain compliant with labor laws, and reduce operational expenses.

“I realized that this technology had additional functionalities and we were clearly not tapping into them to our benefit,” Teeples said.

Teeples reached out to Jim Chenoweth of ClickSoftware to discuss the op-portunities that she observed. This marked the beginning of Kaiser Permanente Continuing Care Service’s journey into changing the way that Field Force Man-ager was utilized, which Teeples called the “KPNW Reboot.”

“We continue to partner with ClickSoftware because of the time and atten-tion they give us to help resolve our business challenges,” Teeples said. “Inno-vation with them is ever evolving, and in home care we have to continue to stay on the cutting edge when trying to provide excellent patient care and keep

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costs down for our members.”After relaunching the Field Force Manager app to its home care workers,

Kaiser Permanente Continuing Care Services leveraged it to address several challenges. The app has many components, such as:

• Mobile timesheets so that employees can easily clock in and out, and managers can confirm the accuracy of the data that shows time and location.

• Trip reimbursements that allow workers to easily fill out odometer informa-tion in the app, and the office can validate the date, time, and location data.

• GPS location services and reporting that gives managers visibility into where the workers are at any given point.

The capabilities were rolled out in phases that took about 22 months. During that time, Teeples ensured that home managers and workers received proper training for the features on the Field Force Manager app.

“We had opportunities to work with our union employees to understand how they were using the application, what was not working for them, and listen to their ideas of what would make it better,” Teeples said. “ClickSoftware has been an amazing resource and partner for our teams by creating FAQs, webinar and video trainings, as well as facilitating one-on-one coaching as necessary. Addi-tionally, the Kaiser Permanente union and management teams have partnered to create job aids for specific things such as editing and submitting your mile-age report for reimbursement and clocking in and out per union guidelines. ”

THE ROILeveraging the Field Force Manager app has been incredibly successful for Kaiser Permanente Continuing Care Services. Thanks to the accurate field data collection, the organization saw an increase in employee policy compliance in a union environment. There was also an uptick in productivity, with clinicians increasing their average daily patients from 3.1 to 3.38. This number continues to move up with a target of 4 patients per day.

The increased productivity has translated to $67,000 in savings per month, or about $804,000 per year for Kaiser Permanente Continuing Care Services. This has also resulted in a 43% reduction in overtime expenses.

“The biggest driver to the increased productivity with our staff was the train-ing that management received and the messaging to our union employees,” Teeples said. “ClickSoftware conducted training with our teams to understand how to pull data and read it. As a result of this, management was able to as-sess if employees were conducting work on time. Through this process, our management team had the opportunity to level set with the employees, create expectations about accountability, control overtime, and monitor and increase productivity.”

This shift in culture with the technology has also been beneficial to the home care workers. A majority of the workforce says that Field Force Manager im-proved their work-life balance.

“In the end though, employees would tell you their time cards are more ac-curate and they are getting their mileage reimbursements timely,” Teeples said. “Management would tell you that it has given them visibility into the day-to-day challenges their teams have, created a culture of safety, provided them with data to support process improvement, and mitigated risk. Accountability married with affordability allows Kaiser Permanente Continuing Care Services to provide the best patient care in our home care settings.”

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We continue to partner

with ClickSoftware because of the time and attention they give us to help resolve our business challenges,” Teeples said. “Innovation with them is ever evolving, and in home care we have to continue to stay on the cutting edge when trying to provide excellent patient care and keep costs down for our members.

1How does Field Force Manager improve the efficiency and effectiveness of field service organizations?StreetSmart® mobile workforce solutions empower companies to gain visibility and

improve productivity into their mobile workforce man-agement operations. Using mobile technology, cloud-based administrative software and back office API’s, companies can quickly implement a complete turnkey solution that seamlessly connects field service jobs with cloud-based administrative applications.

2 What role did ClickSoftware play to ensure that Kaiser Permanente had a successful cloud integration?ClickSoftware’s onboarding team provided best practices for change

management to help Kaiser Permanente ease their mobile staff into using this new solution. Throughout our partnership, we have also provided white glove strategic sup-port to assist Kaiser in ongoing evaluation of their KPI attainment and improvements realized while using the software.

3 Why is it crucial to have a trusted and reliable vendor as a partner during a cloud integration?Customers need a collaborative partner who can work with them to understand their business, not just the features and functions that will be imple-

mented. ClickSoftware’s customer success organization is focused on sharing best practices and working with our customers to bring together different stakeholders’ requirements to make sure that the end results meet the needs of the entire business. We know that our customers expect us to be an expert in our field, just as they are an expert in their own fields. Customers should look at the amount of experience that their vendors have in the marketplace, and for the amount of time they will spend getting to know the chal-lenges and desired outcomes that are driving the investment.

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4 How impor-tant was it to properly train and coach the

Kaiser Permanente employ-ees about the app capabili-ties?Throughout the Onboarding experience, the ClickSoft-ware team took time to provide training in different formats (webinar, train-ing worksheets, etc.). This helped Kaiser Permanente navigate the change manage-ment required to get their entire mobile staff on board with the new software and

daily workflows, which in turn helped them quickly realize the value the product has to provide. Kaiser’s team was instrumental in requiring training for all of their employ-ees, and in return they were able to see significant gains in productivity and cost savings in less than one year after rollout.

Q&A A D V E R T I S E M E N T

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MOST EFFECTIVE APP:

DLLTHE CHALLENGESupporting sales reps with mobile technology has become a trend in the en-terprise. As a global organization, DLL provides financing solutions that help manufacturers and distributors market their products in more than 30 coun-tries in the Americas, Europe, and Asia Pacific. DLL’s sales reps need to quote financing payments to end customers.

The challenge was that the type of pricing was very complex because it was based on the assets that were identified for a given transaction, plus the customer’s risk rating. In some scenarios, many types of products were being combined into one transaction, which further complicated the process. There were upwards of 1,100 rows of pricing information that sales reps had to manu-ally go into spreadsheets and figure out how to determine an ultimate payment option for their customer.

“Our partner is an IT provider. They sell hardware, and it was common for their sales reps to be selling small ticket SKUs in large quantities, ranging in price from $200 to $1,000,” said Tim Gallagher, co-mobile product owner, digi-tal team U.S. for DLL. “They identify the product, quantity they’re selling and the unit price. The monthly payment is based on the total amount financed.”

“The pricing complexity extended not only from our organization but to the partners of our organization,” said Scott Phelps, vice president regional digital product owner with DLL. “If you can imagine trying to deploy that non-digital pro-cess to our customers; this was potentially confusing to them. It was hard to work with. They relied on our expertise, and we have finite staff to be able to do that.”

With these challenges in mind, DLL attempted to solve those pain points for sales reps that were not necessarily familiar with the ins and outs of financing. It was determined that they required an easier solution. After taking a myriad of suggestions from the sales user base, DLL pinpointed the need to use a mobile app that can clear up the pricing process. DLL also wanted to utilize mobile to introduce pricing for a new service into an already complicated pric-ing model with an existing data model infrastructure.

“We had tried doing several things on our own, and had experimented,” said Phelps. “I categorize them as learning experiences. We learned quickly what wasn’t working.”

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THE SOLUTIONAfter watching a seminar conducted by enterprise mobile consultant and app development vendor Propelics, DLL believed that a partner had been found. Along with Propelics, DLL teamed up with solution providers Axway Appcel-erator (MADP/MBaaS), and Amazon Web Services.

DLL released a customer facing mobile app called Express Finance that simplified the financing experi-ence by creating both customer and DLL efficien-cies in pricing calculations, proposal generation, and point of sale closings. Both financed costs and rates were imbedded into the real-time pricing service in the mobile app.

“A sales rep can now go into this app, select a se-ries of products that their customer may be interest-ed in, search for the customer’s rating, and quickly come up with a price,” said Elsie Libertini, DLL’s se-nior program manager global eBusiness and mobile product owner, digital team U.S. “The app does all of the heavy lifting, calculating pricing for the different term options as product selections are made. Now, instead of an hour ordeal to generate a finance pro-posal, our users can complete the same task in just a few seconds, without having to navigate to different tools and sources of information to quote a payment. Much better experience!”

Consistent customer engagement and prototype sharing with the customer allowed DLL to quickly develop a tangible product, gaining user buy-in to the implemented solution. From a DLL perspective, this was the first time it bundled the return services within the payment scheme to the customer. The ability to seamlessly include the cost of this return service within the financing proposal has substantially increased the inclusion of the service on proposals.

THE ROIExpress Finance has been an amazing success story. DLL has seen a 62% increase in user engagement with the app from Q4 2017 to Q1 2018. Users are interacting with the app an average of 21 times each day. As a result of this new app, DLL sales reps have reduced the time needed to quote for financing pay-ments by 90%.

Previously, some of the more complex financing proposals could take as much as 60 minutes to complete, and some reps would do this over 100 times a month. With the app, the same task can be completed in 60 seconds.

DLL has seen new business development as a result of the success of Express Finance. It was a major contributor to opening new global business possibili-ties, with DLL being awarded similar programs in 15 countries. This represents a $1 billion global program opportunity.

Additionally, the app has increased customer satisfaction. Previously, end customers would have to contact DLL by phone or email and wait for DLL to respond. This app dramatically reduced the waiting time and made it easier for users to access self-service.

“The Express Finance mobile app has become a lead in our discussions with our partners and potential prospects,” said Phelps. “It is a demonstration of DLL’s commitment toward engaging with our customers and working to find solutions that are impactful.”

The Express Finance mobile

app has become a lead in our discussions with our partners and potential prospects,” said Phelps. “It is a demonstration of DLL’s commitment toward engaging with our customers and working to find solutions that are impactful.

M O S T E F F E C T I V E A P P : D L L

Field Force Manager/StreetSmart is a turnkey mobile workforce app de-signed to connect field staff to the office. Most companies with mobile workers need to simplify the collection of job data and streamline back office processes. Field Force Manager/StreetSmart turnkey mobile work-force app allows mobile workers to send and receive job site information, travel expenses, and timesheet data to the office where it is integrated into back-office processes, such as invoicing and payroll. Over 10,000 customers have bought from Field Force Manager/StreetSmart and started to see ROI within weeks of implementation through increased revenue, reduced costs, and less exposure to risk.

ABOUT SPONSOR

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ENTERPRISE MOBILITY EXCHANGE is an online community for global mobility professionals and business leaders who are lever-aging mobile technology and services to improve operational ef-ficiency, increase customer acquisition and loyalty, and drive in-creased profits across the entire enterprise.

At Enterprise Mobility Exchange we’re dedicated to providing members with an exclusive learning environment where you can share ideas, best practices and solutions for your greatest mobility challenges.

You will receive expert commentary, tools and resources devel-oped by experienced mobility professionals and industry insiders. With a growing membership and global portfolio of invitation-only meetings, Enterprise Mobility Exchange ensures you keep your fin-ger on the pulse by delivering practical and strategic advice to help you achieve your business goals.

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